Information for Festicket Customers

Thank you for your patience whilst we worked hard to find a solution for affected Festicket customers who purchased tickets for the two Bruce Springsteen performances at BST Hyde Park 2023.

As a result of Festicket entering administration, Festicket is no longer able to complete the transactions for the purchase of tickets for the Bruce Springsteen performances.

AEG Presents (the operator of BST Hyde Park) have not received any of the ticketing monies in respect of these events. Whilst we are aware of the total number of tickets impacted, due to data protection laws, AEG are not able to access any customer information to enable direct communication with the affected customers.

We have been working hard with an alternative ticketing provider - Lyte - to develop a solution for disappointed fans who have been impacted and to enable those fans to purchase a new ticket to attend the show.

In advance of Festicket appointing administrators, Festicket sold elements of its business to Lyte in an attempt to raise funds and avoid administration. This sale included the transfer of some customer information (in compliance with data protection laws) enabling Lyte to communicate with you and facilitate a new ticket purchase for the affected customers of Festicket.

Please read the following advice very carefully.

Firstly, we strongly advise that ticket purchasers who used Festicket to purchase tickets (or made a partial payment under a payment plan) for Bruce Springsteen at BST 2023 enforce their statutory and consumer rights and seek a refund via their bank (for debit cards), credit card provider or Paypal by way of a “chargeback”.

Further information on how to request a chargeback in the United Kingdom can be found at the link here and should be read thoroughly.

Unfortunately, AEG do not have any control over the outcome of the chargeback process which sits entirely with your banking provider.

However, alongside this update we will be separately communicating with all major banks, notifying them that – in AEG’s opinion – such chargeback request is valid and should be approved. It will be for your bank or credit card provider to determine the merits of your request – however, on the basis that Festicket are in administration and cannot fulfil the tickets, you should have a strong case.

Irrespective of the status of your chargeback, all affected customers will be offered the opportunity to repurchase the same ticket type and number of tickets for the affected shows via Lyte, at the same price as the original transaction.

This solution has required new ticketing functionality to be built, which is being thoroughly tested now.

Lyte will be in touch with all affected customers directly by email during the week commencing 2 January 2023, offering you the opportunity to purchase tickets. This offer will be available until 5pm on Friday 28 April 2023.

Your individual tickets have been held and protected by Lyte in accordance with the terms of your original Festicket order and accordingly there will be no rush to complete the transaction. Any remaining tickets will only be released for general sale after the Friday 28 April 2023 deadline has passed.

Due to the complexity of this process, unfortunately payment plans will not be made available to any customers for this event. However, we are hoping that the generous time frame allows payment plan customers to make the necessary financial provision and facilitate a new purchase to be made via Lyte.

Lyte will entirely manage this process and provide any customer service support that may be required and can be contacted at this link.

If you did not purchase tickets via Festicket, you will not be able to purchase tickets via Lyte – this offer is only available to ticket purchasers impacted by the Festicket administration.

Other BST 2023 shows are not affected.

If you have purchased tickets via other ticket agents (including AXS and Ticketmaster), your ticket purchases are not affected.